Terms & Conditions

These Terms and Conditions govern the provision of IT support services by [Your Company Name] (“we”, “us”, “our”) to clients (“you”, “the client”). By using our services, you agree to be bound by these Terms and Conditions.

1. Types of Services

We provide IT support services on the following bases:

a) Pay-As-You-Go (Out-of-Contract) Services

One-off or occasional IT support provided without an ongoing support agreement.

b) Contracted Support Services

Ongoing IT support provided under a Home Office, Business, or Enterprise support package.

These Terms apply unless superseded by a signed service agreement.

2. Scope of Services

Services may include:

On-site and remote IT support
Diagnostics and troubleshooting
Network and server assistance
Routine maintenance and user support

Work outside the agreed scope—including system upgrades, hardware replacement, software licensing, data recovery, or third-party services—may incur additional charges.

3. Charges & Billing

Fees are charged in accordance with our published or agreed rates.
On-site support is subject to a minimum one-hour charge; additional time is billed in hourly increments.
Remote support is charged per hour unless otherwise stated.
Hardware, software, licences, subscriptions, and third-party services are charged separately.
Travel time, out-of-hours work, and emergency call-outs may be charged at an enhanced rate by prior agreement.

4. Payment Terms

All invoices are payable within 30 days of the invoice date, unless otherwise agreed in writing.
Payment must be made using the payment methods stated on the invoice.
We reserve the right to suspend services or remove equipment if invoices remain unpaid beyond the due date.
We reserve the right to charge a one-time late payment fee of 10% of the invoice total. Additionally, for commercial clients, we reserve the right to claim the statutory compensation of £40 and any reasonable recovery costs as provided by the Late Payment of Commercial Debts (Interest) Act 1998.
All prices quoted are exclusive of VAT. VAT will only be charged if we become VAT-registered.

5. Support Packages & Fair Use

Support packages include routine IT support as described in the package documentation.

Where a package is described as “Unlimited”, services are subject to a fair use policy, meaning:

Requests must be reasonable and consistent with normal business operations.
Excessive or unreasonable use may result in additional charges, restricted access, or a requirement to upgrade the service.

6. Response Times

Any response times provided are targets only and not guaranteed.

Delays may occur due to:

Internet or network outages
Client availability or access restrictions
Third-party providers
High demand or circumstances beyond our control

7. Devices, Users & Servers

Pricing is based on the number of supported devices, users, or servers.
Additional devices or servers added during a contract term may be charged on a pro-rata basis.
Third-party software, cloud services, and hardware are not included unless explicitly stated.

8. Client Responsibilities

You are responsible for:

Maintaining current and tested backups
Ensuring systems are licensed, supported, and secure
Providing accurate information and reasonable system access
Following security and best-practice recommendations

We are not responsible for issues arising from unsupported systems, outdated software, or lack of backups.

9. Data Protection & UK GDPR

9.1 Compliance

Both parties agree to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

9.2 Roles

You act as the Data Controller for personal data on your systems.
We act as a Data Processor when providing IT support services.

9.3 Processing & Security

We will:

Process personal data only on your instructions
Apply appropriate technical and organisational security measures
Maintain confidentiality of personal data accessed

We do not guarantee absolute security and are not liable for breaches caused by factors beyond our reasonable control.

9.4 Client Obligations

You confirm that you have lawful authority to grant us access to personal data and that appropriate privacy notices are in place.

10. Confidentiality

All confidential information obtained during service delivery shall be kept confidential and not disclosed to third parties unless required by law or with written consent.

11. Third-Party Products & Services

We may recommend or assist with third-party software, hardware, or cloud services. We are not responsible for outages, failures, or changes made by third-party providers.

12. Liability & Limitations

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.

Subject to this, we are not liable for:

Data loss, corruption, or downtime
Loss of profits or business interruption
Pre-existing issues or third-party failures

Our total liability is limited to the fees paid for services in the 30 days preceding the claim, to the extent permitted by law.

13. Force Majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including power failures, internet outages, cyber incidents, or natural disasters.

14. Subcontracting

We may subcontract parts of the service where necessary, subject to appropriate confidentiality and data protection obligations.

15. Termination

Pay-as-you-go services may be terminated at any time.
Contracted services may be terminated in line with the relevant agreement.
Outstanding invoices remain payable upon termination.
Unused support time does not roll over unless agreed in writing.

16. Complaints

Complaints should be submitted in writing to support@fairlightit.co.uk. We will investigate and respond within a reasonable timeframe.

17. Changes to Terms

We may update these Terms and Conditions from time to time. The latest version published on our website will apply.

18. Governing Law

These Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.